Zain Ahmad

About Zain Ahmad

With over 10+ years of experience as a ServiceNow professional, I specialize in…

Experience

1. Servicenow Admin Developer

   NTT

   Jul 2021 — Present · San Francisco, CA, US

   I spearheaded the implementation and optimization of ITSM processes, enhancing incident, problem, and change management workflows to improve overall IT service delivery. I led the integration of ServiceNow with third-party applications using Integration Hub spokes to connect with platforms like Microsoft Azure, AWS, and Google Cloud, ensuring unified cloud resource management. I designed and deployed advanced ITOM solutions, including Service Mapping and Event Management, to provide real-time visibility into IT infrastructure and proactively address potential issues. By streamlining IT Asset Management processes and developing custom workflows for asset lifecycle management, I achieved a 30% reduction in asset discrepancies.I conducted regular system upgrades and migrations, ensuring compatibility with new releases while minimizing downtime. Additionally, I developed custom applications within ServiceNow’s Now Platform App Engine to meet diverse business needs and enhanced CMDB accuracy through automated reconciliation processes.I customized HR Service Delivery modules to automate complex employee lifecycle processes, integrated RESTful APIs for data exchange, and utilized advanced scripting techniques to enhance platform functionality. Furthermore, I configured and monitored SLAs and OLAs, developed Field Service Management solutions to optimize operations, implemented Software Asset Management to track usage and ensure compliance, and provided ongoing support and administration to maintain optimal performance across ServiceNow instances.

Education

• Bergen Community College

  Associate's degree